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The terrible cost of the lost customer
Calculating the cost of your lost customer
The service revolution is now
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50 Powerful Ideas add-on sales appreciate attitudes auto better caller chronic complainer clerk complaints compliments cost coupons create credit card customer expectations customer needs customer satisfaction customer service customer's dollar E-Plus employees Equity Theory example exceeding excellent customer eye contact Fast-food restaurants feedback feel focus group give greeting handle Happy Jack's ice breaker internal customers invite job enrichment Keep Your Customers Kmart listening look lost customer managers master key merchandise motivated Nordstrom ongoing open-ended organiza organization package Participation percent person ployees problem product or service reassure repair repeat customer ripple effects salespeople selling sense serve service champions shopper simple situation skills smile supermarket sure taboos talk tell thank theme things Timm tion tomer transaction turnoff Turnoff#l unhappy customer vacuum cleaner VISPAC Williams YEGA